Extra Orders
Overview
The Extra Orders tab shows additional purchases and transactions connected to a booking (for example: excursions, upgrades, or other extra services). The same view also includes the Service Cases section, where you can see any support cases/tickets registered for the booking.
Use this page when you need to:
Review what additional services were purchased after the booking was created.
Check payment references and confirmation status.
Open order details and handle refunds.
See related service cases raised for the same booking.
Purpose
Purchase excursions (Extra Orders) directly from the booking page (office/back-office).
Track additional payments or services related to a booking.
Monitor service-related issues or requests raised by customers.
Support cancellation and refund workflows (depending on permissions and payment method).
Provide a single overview for back-office users (e.g., support, accounting, agents).
Preconditions
You must have access to the Booking details view and the Extra Orders tab.
At least one extra order or service case must exist for data to be shown.
Refund handling requires that transactions are processed through an integrated payment system and that your user has the required permissions.
Instructions
Viewing and managing Extra Orders
Open the relevant booking.
Go to the Extra Orders tab.
Review the list:
Each row represents a single extra order.
Use Details to view the itemized contents of the order.
Use View Refunds to review existing refunds or initiate a refund (if available).
Use the Book button to purchase an extra order (excursion) directly from the booking page.
If you cannot see Book or View Refunds, it usually means either (1) your user role does not have permission, or (2) the selected payment method/provider does not support the action from this view.
Viewing Service Cases
Scroll to the Service Cases section (below Extra Orders).
Review any service cases linked to the booking.
Service Cases are typically used to document and track follow-ups such as customer complaints, service requests, missing information, or other booking-related issues.
Field Descriptions
Extra Orders section
EXTRA ORDER NO
Unique identifier for the extra service order.
HOTEL NAME
Name of the hotel where the extra service was booked.
CREATE DATE
Date and time when the extra order was created.
TOTAL PRICE
Total price of the extra order (including any fees).
CARD FEE
Additional fee applied for card transactions (if applicable).
PAYMENT ORDER ID
Internal reference ID for the payment/order in the payment flow.
TRANSACTION CODE
Payment provider/banking reference code.
METHOD
Payment method used (codes depend on your configuration).
ROOM NO.
Room number associated with the extra order (if applicable).
PAYMENT CONFIRMATION
Indicates whether the payment has been confirmed.
IS CANCELLED
Indicates whether the extra order has been cancelled.
CANCEL REASON
Reason for cancellation (if cancelled).
USER
Username of the user who created/handled the order.
DETAILS
Opens the detailed breakdown of the extra order.
VIEW REFUNDS
Opens the refund view for the order (if supported).
A cancelled order is not necessarily the same as a refunded order. Always use View Refunds (and/or the payment reference fields) to verify whether money has been returned.
Service Cases section
The Service Cases table layout can vary by setup, but commonly includes:
Customer (name or contact reference)
Hotel
Reason / category
Description
Room number (if relevant)
Created date (and sometimes status/owner)
FAQ
1. What is the difference between “Extras” and “Extra Orders”?
Extras are typically added as part of the booking components (often per passenger/room) during the booking flow. Extra Orders are additional purchases/transactions registered on the booking (commonly used for excursions or post-booking add-ons).
2. Why can’t I see the “Book” button?
Most common reasons:
Your user role does not have permission to create extra orders.
No bookable excursion/extra is available for the booking’s dates/brand/destination.
3. The payment is not confirmed — what should I check?
Check the payment references:
Payment Order ID
Transaction Code
Payment Confirmation
If the payment should have been captured/confirmed, verify it in your payment provider/back-office process and refresh the booking view.
4. Is “Cancelled” the same as “Refunded”?
Not always. Cancellation is the order status, while refunds depend on the payment transaction flow. Use View Refunds (and payment references) to confirm what has been refunded and when.
5. Where do I see what the customer actually bought?
Open the order using Details to see the itemized content (products/services) included in the extra order.
6. I don’t see any Service Cases — does that mean there are none?
Usually, yes. If your organization registers service cases in a separate workflow/tool, they will only appear here once they are created and linked to the booking (and if you have permission to view them).
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